SHOPPING INFORMATION

What is vaping?

Vaping is the inhalation and exhalation of vapour when using an electronic cigarette / vaporiser. It is the evolution of smoking, replacing many negative associations with the old habit of tobacco combustion. The technical term for vapour is called liquid aerosol, it can be compared to how a kettle heats up liquid like water and produces a steam vapour.

Vaping works when the e-liquid is heated creating a vapour that is then inhaled and exhaled. E-Liquids come in many different strengths of nicotine and even come in nicotine free. Vaping is seen as a healthier alternative to smoking.

How do electronic cigarettes work?

There are 3 main components to a vaping device:

  • Battery
  • Clearomizer or tank (the thing that holds the e-liquid). Usually a plastic or glass vial with a wick inside and a coil of resistance wire that heats up.
  • The e-liquid

The battery sends a current through the coil of resistance wire (inside the clearomizer) which has been wrapped around a wick or cotton which is gently heated to evaporate and turn the saturated e-liquid to vapour.

Who is vaping designed for?

Anybody aged over 18 years old who wishes to have a safer alternative to smoking traditional tobacco products. Some products contain nicotine.

How old do you have to be to buy a vape product?

We only sell to over 18s.

Will vaping help me to quit smoking? Can I use vaping products alongside traditional tobacco products?

Vaping has made us and countless others stop smoking. There is no guarantee it will work for you, though 2.3million users and rising in the UK alone can’t be wrong! You can of course use tobacco alongside e-cigarettes, there are no rules. But we tend to find that if you are still craving tobacco, then the e-liquid you are using has too low a nicotine percentage for you, or the device is inferior or the liquid is inferior.

We should point out that a U.K. governing body, PHE (Public Health England) released a report in 2015 that stated vaping is 95% less harmful than smoking.

Is it legal to vape indoors? Are e-cigs affected by the UK smoking ban?

Because there is no combustion e-cigarettes are NOT affected by smoking-ban laws. However it is down to the discretion of the building owners whether they will permit the use of e-cigs or not. So please check policies on usage.

Is it safe to take my vaping products on a plane?

You must check with the airline you are flying with – there is no law against carrying vaping products on planes, but the airline may have a policy against it.

Please see our blog post on “travelling with your vape” for more information on vaping abroad.

Does vaping taste the same as smoking tobacco?

There are an infinite number of flavors available so you can replicate a tobacco flavour if you want. Quality vape gear can easily replicate smoking from the throat hit, flavour and head rush from the nicotine. If your device does not do this then – you may have the wrong strength nicotine or the device is no good or the liquid is no good.

Do e-cigarettes and e-liquids produce a smell?

Some do, some don’t – some have a pleasant smell that resembles the taste of the e-liquid. Some have no smell at all.

How often can I vape? Can I use vaping products as often as I would if I was smoking?

As often as you like – there are no rules. Generally your body will tell you when its had enough nicotine as you will naturally stop craving it.

Does the battery in the device make the e-cig too hot to hold?

We only sell regulated batteries and mods from trusted manufactures. Whilst these devices may get warm with constant usage they should never get hot or feel hot. If you find your device is too hot to touch then we recommend disposing of it safely and immediately and contact the vendor you purchased it from.

Is vaping better for me than smoking? Is vapour healthier than smoke?

The U.K. governing body, PHE (Public Health England) released a report in 2015 that stated vaping is 95% less harmful than smoking. You can read more on this on our blog here.

What am I actually inhaling?

Vapour made from evaporated Propylene Glycol, Vegetable Glycerine, flavorings and (if applicable) nicotine. It is essentially 66% water with the rest made up of the above ingredients.

Is there a danger of passive smoking?

Passive smoking kills – but passive VAPING has so far has shown to have so few toxins in the vapour that they are mostly undetectable.

You can read a full government report on the safety of e-cigarettes by PHE (Public Health England) here – it concluded that vaping is 95% less harmful than smoking.

More about E-Liquids

How are e-liquids made?

Mixing and steeping – Propylene Glycol, Vegetable Glycerine, flavorings and (if applicable) nicotine.

How much nicotine is e-liquid? Are there nicotine-free versions available?

Nicotine is calculated as a proportion of the e-liquid. So if you have a 10ml bottle of 12mg nicotine – the percentage of nicotine in that bottle is 1.2%, totaling 12mg. Usually e-liquids come in the following order of nicotine strengths 24mg, 18mg, 12mg, 6mg, 3mg and 0mg (zero nic) – So yes, you can still vape liquids without any nicotine.

What is the shelf life of e-liquid?

For our own brand Vape Emporium VE-Liquids we give a shelf life of 1.5 years – though they will probably last longer if kept out of the sunlight. For other brands, please check the label.

Can I mix different e-liquid flavors together?

Yes.

More about vaping products

Do vaping products require batteries?

Some have batteries built-in and you cannot remove them like the Kanger EVOD, Aspire VV, Innokin VV and others whilst higher end products like Mods use removable batteries. Some mods also charge via a micro USB cable.

How do I refill a clearomizer?

Generally refilling your tank is an easy process. Depending on the device you are using, the method may be slightly different. On the basic starter kits, you simply remove the top (also known as a Drip Tip or the mouth piece) and send the liquid into the tank.

Other clearomisers require you to unscrew the base and refill the tank from the bottom. It is important to avoid the middle part of your device because that is the chimney to your mouth piece and you do not want e-juice spilling out as you attempt to re-fill. So always aim for the sides of the tank or where appropriate depending on your product.

To find out how to clean and maintain the quality of your tank check out our blog post “How to maintain your vape: Cleaning the clearomizer

Is there an on/off button?

Depending on the device there is usually an on/off function using the fire button in quick succession which is either 3, 5 or 7 times depending on the model. Some of our box mods use an on/off switch.

Are the products and e-liquid made in the UK?

Products come from all over the world – USA, Greece, UK, China, Croatia. All our VE-Liquid comes from London and all the ingredients are EU sourced.

How do I choose the vaping product that’s right for me?

We always recommend starting with one of our starter kits which you can find here After using a starter kit you will be in the best position to know whether you would benefit from upgrading in the future depending on your vaping preferences.

REFUNDS AND RETURNS POLICY

We very much hope you’ll be happy with the goods you purchase from us but if you’re not satisfied or you change your mind then this policy sets out what you can do.

There are a number of reasons why you might wish to return the goods and get a refund. It may be because the goods are faulty, they aren’t what you ordered or simply because you changed your mind.

Returns if you change your mind

If you live in the UK then you have the right to return goods within 30 days of receiving them. You can do this for any reason including if you have changed your mind. You can find more information about this in clause 9 of our terms and conditions.

What can’t be returned

You can’t return goods if they have been sealed for health protection or hygiene purposes (e.g. vape kits and coils) once you’ve unsealed them. If you want to return goods you must not unseal them.

This does not affect your statutory rights.

What to do to return the goods

If you want to return the goods please contact us by calling customer services on 01923 479 992 or emailing us at info@vapeuniverse.co.uk. Please provide your name and order number or your name and home address.

The goods must be returned in saleable condition. This means that you must not have handled them more than you would have done in a store (for example, in a store you would not break the seal on a bottle). The goods must be unsealed and returned in their original packaging.

You must return the goods by posting them back to us at info@vapeuniverse.co.uk. Please either include the returns slip or a note with your name and order number or, if you can’t find your order number, your name and address and the reason why you’re returning the goods. You must return the goods within 14 days of telling us you intend to do so.

We strongly recommend that you send the goods by Signed For First Class post to avoid the goods being lost in the post. We will not be able to refund you the price of the goods until you can prove that they were posted to us.

Refunds

We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, please note the following:

  • we may make deductions from the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop; and/or
  • the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 1-3 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

We will refund you within 3 working days of the day on which we receive the goods back from you.

If the goods are not what you ordered

Sometimes we make mistakes and if we’ve sent you goods which are not what you ordered then please let us know by calling customer services on emailing us at info@vapeuniverse.co.uk. Please provide your name and order number or your name and home address.

We will pay for the postage for returning the incorrect goods and will send you the correct goods as soon as possible.

If the goods were misdescribed

We aim to make sure that all of our goods are accurately described on our website but occasionally we make errors and if this occurs please let us know by emailing us at info@vapeuniverse.co.uk. Please provide your name and order number or your name and home address.

We will pay for the postage for returning the misdescribed goods. We will either provide you with an exchange or refund to you the amount you paid for the misdescribed goods including the delivery cost. The refund will be paid within 3 working days.

If the goods are faulty

Occasionally goods purchased may stop working due to a manufacturing fault. We’re aware that this is very inconvenient for you and we aim to resolve issues of this kind with the minimum fuss.

If the goods you’ve purchased stop working within six (6) months of the date on which you received them then we will offer you a refund or exchange. You can find more information about this in clause 11 of our terms and conditions.

What to do if you believe the goods are faulty

Please email us at info@vapeuniverse.co.uk for advice. There may be fixes for the goods which we can help you with to make sure there’s not another reason that it’s not working as you expect. Please note this does not apply to coils and juices as these are perishable items.

If the fixes are unable to resolve the fault, we’ll provide you with a free returns postage label and request that you put the item in the post to us as soon as possible.

Refunds

Once we’ve received the goods we will either provide you with an exchange or refund to you the amount you paid for the goods including the delivery cost. The refund will be paid within 3 working days.

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PAYMENT INFORMATION

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REFUNDS AND RETURNS POLICY

We very much hope you’ll be happy with the goods you purchase from us but if you’re not satisfied or you change your mind then this policy sets out what you can do.

There are a number of reasons why you might wish to return the goods and get a refund. It may be because the goods are faulty, they aren’t what you ordered or simply because you changed your mind.

Returns if you change your mind

If you live in the UK then you have the right to return goods within 30 days of receiving them. You can do this for any reason including if you have changed your mind. You can find more information about this in clause 9 of our terms and conditions.

What can’t be returned

You can’t return goods if they have been sealed for health protection or hygiene purposes (e.g. vape kits and coils) once you’ve unsealed them. If you want to return goods you must not unseal them.

This does not affect your statutory rights.

What to do to return the goods

If you want to return the goods please contact us by calling customer services on 01923 479 992 or emailing us at info@vapeuniverse.co.uk. Please provide your name and order number or your name and home address.

The goods must be returned in saleable condition. This means that you must not have handled them more than you would have done in a store (for example, in a store you would not break the seal on a bottle). The goods must be unsealed and returned in their original packaging.

You must return the goods by posting them back to us at info@vapeuniverse.co.uk. Please either include the returns slip or a note with your name and order number or, if you can’t find your order number, your name and address and the reason why you’re returning the goods. You must return the goods within 14 days of telling us you intend to do so.

We strongly recommend that you send the goods by Signed For First Class post to avoid the goods being lost in the post. We will not be able to refund you the price of the goods until you can prove that they were posted to us.

Refunds

We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, please note the following:

  • we may make deductions from the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop; and/or
  • the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 1-3 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

We will refund you within 3 working days of the day on which we receive the goods back from you.

If the goods are not what you ordered

Sometimes we make mistakes and if we’ve sent you goods which are not what you ordered then please let us know by calling customer services on emailing us at info@vapeuniverse.co.uk. Please provide your name and order number or your name and home address.

We will pay for the postage for returning the incorrect goods and will send you the correct goods as soon as possible.

If the goods were misdescribed

We aim to make sure that all of our goods are accurately described on our website but occasionally we make errors and if this occurs please let us know by emailing us at info@vapeuniverse.co.uk. Please provide your name and order number or your name and home address.

We will pay for the postage for returning the misdescribed goods. We will either provide you with an exchange or refund to you the amount you paid for the misdescribed goods including the delivery cost. The refund will be paid within 3 working days.

If the goods are faulty

Occasionally goods purchased may stop working due to a manufacturing fault. We’re aware that this is very inconvenient for you and we aim to resolve issues of this kind with the minimum fuss.

If the goods you’ve purchased stop working within six (6) months of the date on which you received them then we will offer you a refund or exchange. You can find more information about this in clause 11 of our terms and conditions.

What to do if you believe the goods are faulty

Please email us at info@vapeuniverse.co.uk for advice. There may be fixes for the goods which we can help you with to make sure there’s not another reason that it’s not working as you expect. Please note this does not apply to coils and juices as these are perishable items.

If the fixes are unable to resolve the fault, we’ll provide you with a free returns postage label and request that you put the item in the post to us as soon as possible.

Refunds

Once we’ve received the goods we will either provide you with an exchange or refund to you the amount you paid for the goods including the delivery cost. The refund will be paid within 3 working days.

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